As we transition to the new normal, it’s important to acknowledge that some employees may be facing other pressures at home, including caring for their children when schools are shut, leading to feelings of isolation and insecurity. Business leaders need to respect and address these additional needs.

Empathy is a crucial tool here, offering a way to connect, promote inclusiveness, and create a sense of community in a void of physical interaction. Increasing social interactions within the team, particularly through one-on-one catchups, guards against feelings of isolation and demoralization and creates space for people to speak up and share their thoughts. By creating a sense of psychological safety for their colleagues, being inclusive in decision making, and offering perspective in challenging moments, managers can stay closer to what is going on, surface issues, and help their teams solve problems effectively.

A similar approach is important when dealing with customers, providing valuable stability and enabling them to navigate unknown waters with confidence. For example, one global bank asked their relationship managers to connect with small-business customers via chat and video-calls to understand their situation and help them weather the crisis. To do so effectively at scale, the managers are supported through dedicated product programs, online articles, scripts for communicating with clients, and internal trainings.

Inclusion is the ultimate show of empathy. Creating outlets for sharing best practices, success stories, challenges, and water-cooler chat is vital to creating a human connection. Giving the employees space to pursue personal or social endeavors, providing a clear span of control, and assigning meaningful tasks can also spur motivation.

The lesson: Connecting on a personal level and instilling the culture of empathy is doubly important when working remotely.

From A Blueprint for Remote Working by McKenzie